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Jacobs Utility Customer Service & Billing Supervisor - Eldorado, NM in Santa Fe, New Mexico

Our People & Places Solutions business – reinforces our drive to improve the lives of people everywhere and epitomizes the "why" of what we do – the tremendous positive impact and value our solutions bring to our communities and society as a whole. From facilities delivering life-saving therapies and ensuring clean water to enabling the connection of people through all modes of transportation and providing access to technology – we're integrating a multitude of these solution elements to build the smart environments of tomorrow.

Start your Jacobs career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow.

Your Impact:

At Jacobs, we don’t settle – always looking beyond to raise the bar and deliver with excellence. We apply our expertise and knowledge as we look into the future with great optimism and focus. We don’t settle until we give our best and know that we’re making a difference. 

We are looking for a highly motivated Utility Customer Service & Billing Supervisor to be a part of our Eldorado, NM team. This position is responsible for on-site supervision of the Customer Service and Utility Billing activities for the Eldorado Area Water and Sanitation District.

Leadership:

• Performs a variety of responsible supervision functions such as planning, organizing, directing, and controlling the Customer Service and Billing Department, ensuring compliance with rules, regulations, policies, and procedures.

• Provides direction regarding project work, daily activities, and is the first escalation point for client issues.

• Monitors all utility customer service and billing activities and provides coaching as necessary.

• Supervises the work of employees performing utility office, administrative, billing and customer service work to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems in the Customer Service and Billing Department.

• Provides employees with guidance in handling difficult or complex problems or in resolving escalated utility complaints or disputes of water and sanitation bills and accounts.

• Recruits, interviews, and selects employees.

• Evaluates employees' job performance and conformance to utility regulations and recommend appropriate personnel action.

• Trains or instructs employees in job duties, utility customer service specifics and/or company policies or arranges for training to be provided.

• Coordinates activities with other project supervisory personnel or with other work units or departments within the utility.

• Participates in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

• Makes recommendations to management concerning such issues as staffing decisions or procedural changes within the department or with customer accounts.

• Develops relationships and interacts with other departments and agencies to accomplish goals and objectives.

Technical:

• Thorough knowledge of all aspects of the Customer Service and Billing Departments.

• Knowledge of management and administrative principles and practices.

• Knowledge of applicable Federal, State, and City laws and regulations relating to departmental operations. Knowledge of departmental, legal, and administrative policies, rules, and regulations. Responsible for documentation. Manages and communicates all documentation related issues to the department and project staff as well as the clients/customers of the utility.

• Determines work procedures, prepares work schedules, and expedites workflow within Customer Service and Billing Department.

• Reviews records or reports pertaining to activities such as meter usage or customer billing utilizing the utility software program.

• Ability to prepare and submit a variety of financial and administrative reports and spreadsheets.

• Designs, implements, or evaluates staff training and development programs, utility customer service and billing initiatives, or performance measurement criteria.

• Examines documents to verify adherence to requirements.

• Prepares research or technical reports.

• Lead small projects and implement project wide changes

Customer Service:

• Answers questions, documents recommendations and implements corrective actions to address customer complaints and issues.

Holds meetings, prepares and distributes appropriate communication documentation and performs follow-up to ensure that direct reports are fully informed of all new information related to procedures, customer needs and company related issues, changes or actions.

• Understands and deploys Industry Standard Customer Service practices for municipal utilities and ensures the training of these concepts to all staff.

• Works closely with clients to monitor process requirements and suggests changes as needed.

• Resolves customer complaints or answers customers' questions regarding policies and procedures related to the Utility Customer Service Department.

• Explains City Ordinance utility regulations, policies, or procedures to clients and public.

• Ability to establish and maintain effective working relationships with other employees, supervisors, department heads, officials, other agencies, and the general public.

Here’s What You’ll Need:

  • High school diploma with training in accounting or business administration

  • Two or more years’ experience in related finance administration area

  • Must be able to type a minimum of sixty (60) words per minute.

  • Knowledge of computer software including but not limited to Microsoft Word, Outlook, and Excel; ability to develop worksheets and graphs from data

  • Knowledge of the principles and methods of centralized purchasing, accounting, and cash management procedures

  • 2 to 5 years of supervisory experience

  • Able to use a telephone effectively

  • Ability to maintain confidentiality

Ideally, You'll Also Have:

  • 5 to 10 years of supervisory experience

  • 5 to 10 years of monthly billing experience

  • 5 to 10 years of customer service experience

  • Degree in accounting, business, or related field

  • Bilingual, Spanish

  • Demonstrated interpersonal relations and personnel management skills

Working Conditions & Physical Requirements:

Must be physically able to operate various types of office machines. Must be able to hear clearly and to speak and signal to people in order to convey or exchange information. Must be able to see, adjust visual focus, including close range and differentiate colors and shades of color. Must be able to ambulate or otherwise move in a safe manner. Must be able to exert up to ten pounds of force occasionally, and/or a negligible amount of force constantly to move objects. Work involves sitting and standing for long periods of time. Work involves frequent typing, walking and occasional bending, lifting and stooping for short periods of time. Must be able to lift and/or carry weights of up to ten pounds.

#OurJacobs

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Learn more about your rights under Federal EEO laws (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) and supplemental language (https://www1.eeoc.gov/employers/upload/eeoc_gina_supplement.pdf) .

At Jacobs, we’re challenging today to reinvent tomorrow by solving the world’s most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. With $13 billion in revenue and a talent force of more than 55,000, Jacobs provides a full spectrum of professional services including consulting, technical, scientific and project delivery for the government and private sector.

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